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I know what my team is doing now!
What do you like best about the product?
These types of tools can be helpful in many ways, but off the shelf, SWSD manages to provide immediate feedback on how your staff is accomplishing their work. It provides insights into the workload and allows you to control the workload effectively. I can easily reassign requests, read what has transpired, and it's easily at your fingertips. I also do not have to maintain the backend systems any longer. We can focus on the work/customer service vs. being bogged down ensuring all systems are up-to-date.
What do you dislike about the product?
If you don't have the staff to create custom reports to massage the data, you are stuck with the built-in reporting. I also wished there was a more effective way to loan out equipment similar to how Web Help Desk does.
What problems is the product solving and how is that benefiting you?
As a manager over staff who were super busy, no one knew what that staff was doing. I now have direct insights into that data and can speak intelligently about what my team is doing.
Recommendations to others considering the product:
If you have a small team or a team without a lot of IT skills, this is your tool!
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SolarWinds Help Desk Essentials
What do you like best about the product?
Great for companies that are seeking a help desk that offers numerous IT Management with different functions. It offers a very comprehensive service desk that has great response times that help businesses in many fashions. Not only is it very fast and efficient, it reports in a timely manner that you will be very happy with. It is very compatible as well as it operates with different applications like Google Apps, Onelogin, Salesforce.com, and over 140 applications and counting. As you can see, this is as good as it gets when choosing a help desk.
What do you dislike about the product?
Not many dislikes on my end besides a few tweaks here and there. The majority of it is adapting to its users and growing pains through the system. Not much to worry about. The team has been very upfront about what they are implementing and changes are being released by the week. The updates are top-tier and I have never had an issue with any of them!
What problems is the product solving and how is that benefiting you?
We are solving ticket management in the IT department. it was very scalable and easy to use as it was beneficial all around.
Easy to configure, aligned with ITIL
What do you like best about the product?
Incident workflow config is very intuitive. Importing users from Azure environment, single sign on, easily configurable categories.
What do you dislike about the product?
ONly 2 levels of categories (Category, sub-category) lack of custom report builder.
What problems is the product solving and how is that benefiting you?
We implemented a centralised service desk for IT and Facilities departments. Also, we managed to create a guest access fro tenant organisation, which interacts with Facilities but does not interface with IT.
Solid product with many features.
What do you like best about the product?
Intuitive user interface that is easy to use
What do you dislike about the product?
Inventory system could use some polishing. Would like to be able to keep track of other assets such as licensing
What problems is the product solving and how is that benefiting you?
Ticket organization and technician tracking has greatly improved over our last system.
Recommendations to others considering the product:
Price effective product with many features
Workflow
What do you like best about the product?
What I like the most is the ability to customize permissions for users, as well as the ability to implement process checkpoints where it can be programmed to ask a defined user if they approve via email. Also, I like the ease of creation of users. Is this something that can be synchronized with an active directory, or does it always need to be created manually?
What do you dislike about the product?
Price per paid user. I find myself debating if the cost per user is worth it, but so far, it hasn't been a dealbreaker. Also, I wouldn't say I like the mobile application. There could be an excellent way to tie assets in the discovery to users within the system. Also, the discovery feature isn't as great as competitors who offer more granularity in their products, such as Lansweeper, which we have switched to based on price per asset. They can also reach out and check network devices based on SNMP baked into their $1 per asset price.
What problems is the product solving and how is that benefiting you?
Smoothing workflow amongst other depts other than just IT has helped our Mailroom a lot by automating most of their workflow and creating a single point of contact for them to deal with. Our IT workflow has also increased. Do you have any tips on process that we could use that other IT firms use in their environment? Or even some templates that are commonly used that we could implement into our environment?
Recommendations to others considering the product:
I recommend it if you can foot the bill. I would also recommend this if you are in an IT environment where you are getting requests in an inbox.
Easy, fast to use!
What do you like best about the product?
I like the simplicity for the end-user and the technician alike to fill out a ticket. There are so many cumbersome systems out there that require filling out way too many fields. Solarwinds doesn't make it that complicated.
What do you dislike about the product?
The layout could be more compact - I like tight designs without extra spacing and padding to see things quickly and more efficiently.
What problems is the product solving and how is that benefiting you?
Mainly using for helpdesk tickets, but it's been amazingly simpler and more streamlined than our previous solution, which makes it easier for me to want to use and track information.
Recommendations to others considering the product:
It's one of the easiest helpdesk software platforms I've used, and I've used about a dozen of them.
Great package - has brought order to our IT department
What do you like best about the product?
Very thorough inventory process, nice ticketing system, nice email integration
What do you dislike about the product?
Customization could be improved. There are some fixed categories like Incidents/Changes/Releases/etc. that don't directly apply to us that I'd prefer to rename or create my own, but that option is not present. Also, we were sold a tight integration with Dameware that has not been very tight.
What problems is the product solving and how is that benefiting you?
It's basically given us a great ticketing system and ongoing service record for machines. It's much easier to keep track of problem machines and users and identify which facilities make the most use of our resources.
Easy to use and feature rich
What do you like best about the product?
SolarWinds Service Desk loads quickly and makes keeping track of tickets simple.
What do you dislike about the product?
For some reason we aren't able to assign multiple people to a ticket.
What problems is the product solving and how is that benefiting you?
We're using it to provide our users with good timely support.
It has a good reputation when IT is concerned
What do you like best about the product?
Reliable tools. Its a fun environment which it drives your skills and friendship towarss your peers.
What do you dislike about the product?
There's no dislikes or whatsoever, there are challenges which it keeps us motivated at the same time
What problems is the product solving and how is that benefiting you?
SLA is one of the most inportant role in the business which leads to customer satisfaction.
Solarwinds service desk review
What do you like best about the product?
Powerful monitoring capabilities. Precise alerts
What do you dislike about the product?
Nothing. The alarms were accurate. Received very few reactive cases
What problems is the product solving and how is that benefiting you?
Currently I am using Solarwinds in networking monitoring. To monitor CPE and network bearers.
Recommendations to others considering the product:
Solarwinds service desk is really good, robust and is tailored precisely to your needs.
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